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Customer Service Game Plan
1
Transcript
Customer Service Game Plan
Experiential Marketing
- How will you gather data on your guests?
- What are the planned experiences?
- What creates the experience?
- What makes is memorable?
Customer Service Basics
- A warm and sincere greeting; use the guest's name
- Anticipation and fulfillment of each guest's needs
- Fond farewell. Give a warm good-bye.
Customer Satisfaction Surveys
Customer Service Planned
- 24-48 Hours
- Mid-stay
- 24-48 Hours before departure
What does this look like?
- What is our planned Warm Greeting?
- How will we anticipate and fulfill needs?
- What is our planned farewell?
What do we ask?
Pre-Sales
- Need to be able to get out of the guest the desired outcomes we want to see
- What are those desired outcomes?
- Opportunity for us to create an experience
- Let them taste what we are
- Our customer service on display
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